Ripped sofa delivery brings months of frustration
Posted June 11, 2013
Raleigh, N.C. — Getting new furniture is exciting, but for Kelli Gracely, a $3,000 sofa delivery from Thomasville Furniture in Raleigh has brought months of frustration.
The sofa arrived in March with a 3-inch tear in the back.
"It looks like a box cutter cut it," Gracely said.
So, she called the furniture store and a manager asked her to send pictures to Thomasville Furniture's corporate office.
Nearly four weeks later, a repair tech visited Gracely's home and determined that the sofa needed a new fabric panel. It was ordered in mid-April, but the shipping date was changed at least four times, Gracely said.
She only found out the status of the fabric order after she called Thomasville Furniture for updates.
"I think it's high-quality furniture. What I've been disappointed in is the customer service," she said. "I feel like I'm just getting the runaround."
The company's operations manager, Steve Willard, blamed the delays on "too many orders for workers to process." He added that "other customers were waiting longer."
Willard promised that the fabric would be delivered by May 28. It arrived three days later.
But the repairman tore one of the panels, applied the fabric inside out and then reapplied it to the point that it was overstretched and crooked.
"I'm really frustrated because I'm not really sure what else I can do," Gracely said.
Willard now says he will order a new corner section and keep Gracely updated on its delivery status.